Facility maintenance companies are always looking for ways to differentiate themselves from their competition, and those that have earned the prestigious Diamond Certified award are already several steps ahead. In addition to its Diamond Certified status, Cappstone, Inc. distinguishes itself by focusing intently on customer communication, safety and security. “We address customer concerns, and safety and security are two of the biggest,” says CEO Cori Chipman. “We have aligned ourselves with great partners who help keep our team safe in our clients’ facilities and their teams safe while they’re at work.”

Cappstone has been providing environmentally-friendly facility and building maintenance services for commercial clients throughout the entire Bay Area for over 30 years. The company serves all types of businesses, including apartment complexes, offices, medical facilities, restaurants, schools, retail establishments, night clubs and more.

Unlike other facility maintenance companies that leave cleaning crews to manage themselves while they work, Cappstone provides a quality account manager for every project–a comprehensive approach that Director of Operations Dain Vogel credits for the company’s high client retention rate. “We send someone to each site to walk around and talk to the client about what they want to focus on,” he explains. “From there, we build out a service outline that caters to their needs.”

Another distinctive feature of Cappstone is its transparent approach to doing business, which includes allowing clients to access the names and photos of all the cleaners who are authorized to be on their property, providing in-depth information about all the chemicals and products to be used (including OSHA Material Data Safety Sheets), and more. “It’s unusual for a cleaning company to be as transparent as we are,” says Ms. Chipman. “We show our clients what we’re doing at the back end, which gives them confidence in our ability to clean effectively.”

Take simple steps to ensure your workplace is odor-free. A recent survey conducted by Harris Interactive revealed that retail consumers rank unpleasant odor as a top annoyance over poor customer service. It may seem like an inconsequential issue, but the fact is, unpleasant odor directly impacts customers’ perceptions of a business and prevents them from ever returning or recommending the business to others. To help combat unappealing scents in your workplace, consider the following tips:

Clear the air. Implement air fresheners to counteract odors and provide a clean scent. Select air fresheners that operate on a 24-hour basis and neutralize odor-causing bacteria rather than masking it. Choose a fragrance that complements the application and limits volatile organic compounds (VOCs) to meet environmental safety standards.

Attack odor at the source. In restrooms, use automatic flushes, automatic drips and urinal screens to eliminate odor. Automatic flushes keep toilets free of debris and work on-demand. Automatic drips neutralize odor that comes from urinals and cleans them. While some urinal screens have a scent, they also help eliminate odor caused by urine on the floor. Also, don’t forget to perform obvious odor-control tasks by taking out the trash frequently and cleaning the facility daily.

Deep clean. Beyond a daily clean, routinely deep clean floors and restrooms to extract and eliminate odor-causing contaminants. Use a high-pressure steam system to remove dirt, break down buildup, and extract all contaminants from grout lines, tile and carpets. For a restroom deep clean, scrub walls, floors, toilets, urinals, sinks, mirrors and fixtures using chemicals, agitation and extraction.

Address indoor air quality (IAQ). IAQ significantly helps provide a clean scent throughout a facility. Clean coils and change air filters in ventilation systems on a routine basis for proper circulation. Also, place mats strategically around the facility to capture contaminants and prevent them from settling into carpets or the air filtration system. Properly maintain any floor mats on a regular basis to prevent them from becoming saturated.

Partner with the right facility services provider to develop a customized odor maintenance program. Your provider should visit your facility on a regular basis to refill odor management products and ensure all units are working properly. It should also provide staff members with the tools and chemicals needed to clean and sanitize the facility every day. Trained technicians will also deep clean floors and restrooms, which is valuable for businesses that don’t have the equipment or staff required for such maintenance.

Q: Are your prices competitive?

A: Yes. We invest a lot in quality control, so we may not always be the lowest bidder, but we work efficiently and are continually looking to reduce costs without sacrificing quality.

Q: Do many businesses simply hand you the keys so you can clean at night?

A: Yes, and it’s not surprising when you consider our track record. If you’re not comfortable letting a third party into your office, you can talk with our current and past clients to build your trust. We’re also bonded and insured, so you’re covered from a financial liability standpoint.

Q: What do you do about security and alarm systems? What procedures do you have for site security?

A: Before we start work, we’ll sit down with you and develop a security plan that includes the alarm codes and procedures our cleaners will need to enter the facility, as well as procedures for what to do and who to call if they discover a problem, such as arriving and finding the facility open when it shouldn’t be.

Q: Are your cleaners trustworthy and professional?

A: Absolutely. Our cleaners are honest, hard working people who have embraced technology by equipping themselves with email-enabled cell phones. This allows them to communicate quickly and efficiently in response to directions they receive, situations they encounter and questions they have.

Q: Do you provide references?

A: Yes. We have a list of clients whom you can contact to find out more about the quality of our work.